Veyn.ai

Streamlining Customer Service with Voice AI Layer Integration

About

The client, a leading telecom operator with millions of subscribers spread over 2000 cities across the country, sought to improve customer service efficiency, enhance customer satisfaction, and streamline internal processes. They were experiencing an influx of customer queries ranging from account inquiries to technical support, which led to high call volumes and longer wait times. The existing IVR system was outdated, often leading to customer frustration due to limited self-service options and rigid workflows.
.

The Challenge

The telecom operator faced several interconnected challenges that impacted both customer experience and operational efficiency. High call volumes were overwhelming customer service channels, leading to prolonged wait times and bottlenecks in service delivery. Many callers were simply seeking information on common queries like billing and service activation, but the existing IVR system lacked flexibility, making it difficult for customers to resolve issues without human assistance. The outdated IVR design often forced users through long, predetermined menus, resulting in frustration and, ultimately, higher rates of call abandonment.

In addition to handling high volumes of incoming calls, the operator’s internal workflows were largely manual and disjointed, which slowed down issue resolution. Critical customer data was stored in siloed systems, requiring agents to toggle between applications to locate information and manage tickets. This inefficiency made it harder to provide seamless customer support, ultimately impacting customer satisfaction and retention. The growing competition in the telecom sector intensified the urgency to address these challenges and deliver a more modern, responsive customer service experience.

The Solution

To address these issues, VEYN.Ai’s  ai driven transformation is being implemented to automate and enhance the existing IVR system while introducing voice bots and intelligent workflow management. The first step was upgrading the IVR with Natural Language Processing (NLP) capabilities, enabling it to interpret customer intent accurately and efficiently. This allowed the IVR to guide users directly to the information they needed without navigating through complex menus. Meanwhile, AI-powered voice bots were deployed to handle frequent, routine inquiries such as account status, billing, and technical support. The bots will be capable of processing both voice and text inputs, delivering a more user-friendly and accessible experience for all customers.

For back-end operations, intelligent workflows were established to automate ticketing and escalate issues when necessary. These workflows integrated with existing databases and systems, providing real-time data access and synchronization across departments. As a result, agents will be free from repetitive, low-value tasks and will instead be able to focus on more complex issues. Additionally, voice bots are designed to seamlessly hand off conversations to human agents when needed, passing along relevant context to reduce handle times and improve customer experience. This end-to-end Conversational AI solution delivered a robust platform that enhanced customer satisfaction, reduced operational costs, and provided a competitive edge in the telecom market.

The Result:

The AI-driven transformation yielded significant improvements across various areas:

1. Reduced Call Volume and Improved Call Resolution:
Automated responses and intelligent routing reduced call volume handled by live agents by approximately 30%. Customer queries were resolved faster, with an average 25% reduction in call handling time.

2. Enhanced Customer Satisfaction:
The self-service capabilities and reduced wait times improved customer satisfaction scores (CSAT) by 20%, as customers enjoyed quicker resolutions and a smoother experience.

3. Operational Cost Savings:
Automating routine queries and workflows led to a 35% reduction in operational costs. This allowed the telecom operator to reallocate resources to higher-value customer support functions.

4.Increased Customer Retention:
With the improved customer service experience, the operator saw a 15% increase in customer retention, showcasing the effectiveness of the solution in strengthening customer loyalty.

Are you ready to Lead the Change?

Transform Your Business with Us

Talk to us today.